An error occurred while processing your request. Kindly check the specified object type and ids of the request. Error: null

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  • Updated 2 years ago
We are using the Salesforce to JIRA Cloud Connector and have recently started getting the below error when synching Cases:

An error occurred while processing your request. Kindly check the specified object type and ids of the request. Error: null

In the diagnostics logs there is the following:

Transaction Details
{
  "ObjectType" : "Case",
  "Conditions" : {
    "field" : "Id",
    "operator" : "=",
    "values" : [ "5008000000dn612" ]
  },
  "OrderBy" : "null"
}
Transaction Logs ID Time Level Message
82541 2016-06-16 23:24:02.555 WARN Error occurred while describing remote object type, caused by: null

I ran re-indexing and also refreshed the Mapping but the problem is still occurring.
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Ian

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Posted 2 years ago

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Adrien Low, Alum

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Hello Ian,

It would be great if you could provide me with the following information:-
  1. JIRA version
  2. ServiceRocket Core Connector - Plugin
  3. ServiceRocket JIRA Connector - Plugin
  4. ServiceRocket Salesforce.com Connector Plugin - Plugin

Can you create a Salesforce case from JIRA and vice versa?

Are you able to synchronize in a bi-directional direction?

Does it happen only when you are synchronizing in JIRA or in Salesforce?

You can also try this to see if it resolves your issue:-
  1. JIRA -> Add-ons -> Left panel under *Cloud Connector*, click Connections -> Your Connection -> Edit -> Configure Authentication
  2. Click on Disable and re-enter your Salesforce credentials

Regards,
Adrien
(Edited)
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Ian

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All our apps are cloud based, the versions are:
  1. JIRA version      JIRA v1000.73.0
  2. ServiceRocket Core Connector - Plugin       2.0.6-OD
  3. ServiceRocket JIRA Connector - Plugin       2.0.6-OD
  4. ServiceRocket Salesforce.com Connector Plugin - Plugin    6.0.5-OD
The platform belongs to a third party, I will ask them what functionality, if any, is working.
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Ian

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I just disabled the Configuration Authentication and re-entered my details.
There error is now:
  The specified object type 'Case' does not exist for the system SFDC Production II
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Ian

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I just disabled the Configuration Authentication and re-entered my details.
There error is now:
  The specified object type 'Case' does not exist for the system SFDC Production II
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Adrien Low, Alum

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Hello Ian,

Can you try a test connection and give me the full screenshot of the results with the Error Details expanded?

Regards,
Adrien
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Ian

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It seems the user has been invalidated, I need to ask our client to re-enable it
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Adrien Low, Alum

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Hello Ian,

Please get back to us once your client has gotten back to you.

Regards,
Adrien
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Ian

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Hi Adrien,

The user has been enabled but the error is still happening.
The connection is bi-directional and the JIRA to Salesforce updates are working.
However when a Salesforce user executes a "FETCH" command the following error occurs:
   WARN     Error occurred while describing remote object type, caused by: null
         
A sample of the transaction details:

Transaction Details

{
  "ObjectType" : "Case",
  "Conditions" : {
    "field" : "Id",
    "operator" : "=",
    "values" : [ "5008000000rVX6cAAG" ]
  },
  "OrderBy" : "null"
}
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Adrien Low, Alum

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Hello Ian,

We suspect that you are currently facing the issue stated in this document.

For us to verify this, please provide us with the support ZIP:-
  1. Please enable the debug log for the Connector.
  2. Reproduce the issue.
  3. Generate a JIRA support ZIP.

Regards,
Adrien
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Ian

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Hi Adrien,

I don't have the option of debugging (see below) what permissions do I need?
Is there any disadvantages or potential problems with turning on the query optimizer to see if that fixes the issue?
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Adrien Low, Alum

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Hello Ian,

Sorry for the confusion.

As you are using JIRA Cloud, please send a request to Atlassian Support to enable and retrieve the log for the Connector.

Also, you can try the solution stated in this document to see if it solves your problem.

Regards,
Adrien
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Ian

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Hi Adrien,

JIRA Cloud does not seem to have the Query Optimizer as an option
Photo of Adrien Low

Adrien Low, Alum

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Hello Ian,

To get to the option:-
  • JIRA -> Add-ons -> Left panel under Cloud Connectors, click Mappings -> Your Mapping -> Configure -> Expand Settings section

If the option is not there, please provide a screenshot.

Regards,
Adrien
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Ian

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Thanks Adrien,
I found it.
However the Optimize Query option was already enabled.
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Ian

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Hi Adrien,

I have the log files from Atlassian, how do I upload them to you?
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Adrien Low, Alum

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Hello Ian, 

You can send the logs to support@servicerocket.com.
 
Please compress the folder and ensure that it is no larger than 10mb. If it is more than 10 mb, please let us know in the email.

Regards,
Adrien
(Edited)
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Scott Dennison

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Was this issue ever resolved? We are having the same issue. I've opened a ticket with service rocket, and Jira asking for our logs.
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Scott Dennison

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The jira logs showed we had malformed query because we were returning too many fields.

We had to setup a special profile in Salesforce that had limited visible on case fields. Not sure why but the first option in the below documentation didn't solve the problem and had to resort to the second.

https://docs.servicerocket.com/pages/viewpage.action?pageId=5967302